HomeMy WebLinkAbout2000 S Contract - IS & Alternative Resources Corporation for Information Systems Support Center Phone Staffing rya,
Contract for
IS Support Phone Services
Between Alternative Resources Corporation
And Orange County
This agreement made the 21st day of February, 2000 between Orange County for
its Information Systems Department (hereinafter referred to as OCIS) and
Alternative Resources Corporation (hereinafter referred to as ARC) for IS
Support phone services as specified herein.
ARC Responsibilities:
1. ARC will provide IS Support phone services to Orange County. ARC will
provide a specific individual to work on-site at OCIS, at the IS Support Center
office. These services include those specified in Attachment 1.
2. ARC will provide IS Support phone services during regular working hours
for County offices,from 8 am to 5 pm, Monday through Friday, excluding
one hour for lunch at no cost to the County, excepting County holidays.
3. ARC will submit an invoice for services after the end of each calendar week of
services provided. The invoice for services will specify the number of
aggregate hours spent on Orange County IS Support phone services.
OCIS Responsibilities:
1. OCIS will provide office facilities, telephone and PC equipment for the IS
Support phone ARC staff assigned to OCIS.
2. OCIS will,within ten days of receipt of invoice from ARC, effect payment for
services by ARC.
Term:
The term of this agreement shall be from February 21, 2000 through October 20,
2000.
Compensation:
Compensation to ARC will be at an hourly rate of$29 per hour, not to exceed
$38,976 through October 20, 2000.
Termination:
Either party for any reason may terminate this agreement with 15 days written
notice.
Notice:
Any communication regarding this agreement shall be made to the parties as
stated below:
For County:
Richard J. Taylor, Director
Orange County Information Systems
PO Box 8181
Hillsborough NC 27278
For ARC:
John McAuley
ARC
3340 Glen Royal Rd.
Raleigh NC 27612
For unty: For ARC:
Moses Carey Jr.
Chair Nam�1a
Board of County Commissioners
Orange County Title S''<
Attachment 1
OCIS Requirements for IS Support Phone Center
Tasks/Responsibilities
1) IS Support Problem Resolution Services
a) Receive problem resolution requests from users between 8am and 5pm
weekdays, except holidays
b) Accept e-mail submission of support requests
c) Answer support requests through phone assistance and callback when
possible
2) IS Support Call Database Management
a) Enter requests as they are received in OCIS CallTracker database
b) Produce reports for daily assignment and review of call status
c) Track request to completion
d) Provide weekly/monthly status and tracking analysis reports
e) Track request and support assistance to remote users
f) Update and maintain IT inventory database tables for PCs, printers and
network equipment
3) IS Support Hardware/Software and Supplies Ordering
a) Receive order requests from IS staff
b) Contact vendors for blanket purchase orders, and state contract vendors,
use Web sites to determine best pricing, ordering information
c) Provide information to IS Director for approval and purchasing
d) Handle shipping and receiving
4) IS User and Support Team Assistance
a) Participate in IS Support review meetings
b) Make contact with support vendors as needed to arrange and track
service calls
c) Develop Intranet Web page resources to assist users in problem
resolution and to provide access to application usage tips, including links
to useful Web sites
Skills Required
• Excellent communications skills
• Enough knowledge and ability to acquire knowledge to resolve problems
during initial contact with callers
• Ability to work in a small team environment and act as the central
coordinating point for IS Support activities
Knowledge of Software and Systems Required
• Windows 95/98
• Office 97 Pro, especially Word and Excel
• Netscape Communicator and Web Usage in General
• Novell Groupwise E-mail
• Novell Netware 4.11 Intranetware or Netware 5
• Basic PC Hardware Troubleshooting (Gateway and Dell PCs)
• Basic HP Printer Troubleshooting (Network and Local Printers)